Night Shift Dispatcher/call Taker

City Wide Towing has an opening available for a Night Sift Dispatcher & Call Taker. This position is a hybrid role Reporting to the Customer Service Centre, Dispatch Lead. This staff member exhibits a high attention to detail and has the training necessary to perform every job role within customer service center.

**Major Responsibilities**:

- Working in accordance with ULS/CWT policies and procedures
- Multitask in a fast paced, high stress environment
- Comprehension of emergency response and sense of urgency
- Ability to flex in and out of all scopes; call taking, dispatching, administration and general accounting tasks
- Answering inbound service calls to learn and address clients service requests, complaints
- Work with various business units for items pertaining to overall operational success
- scheduling, fleet and overall operational capacity
- Mandatory knowledge of CW fleet and load capacity within provincial and federal legislation. DOT, Hours of Service, Seasonal Bans
- Respond to all incoming phone service requests within set parameter
- Mandatory utilization of programs such as Dispatch Anywhere, SharePoint, Google Chrome, Office 365 - Word, Excel and Outlook, Teams, Fleetio, GeoTab with a strong ability to follow call scripts appropriately
- Strong communication over 2-Way Radios, 10 Codes and communication with external operators across the province
- Monitor trip creation quality for deficiencies and accuracy
- Monitor all methods of communication; Phone, E-Mail, Portals
- Supporting team in a backup role in case of high volume of calls. This includes but not limited to - Dispatching, radio operator support, maintaining safety policy and procedures
- Providing recommendations when staff members do not deliver or are underperforming by documenting and communicating needed actions to the Customer Service Centre, Dispatch Lead.
- Assist in any investigations related to damage claims, overbilling, and call quality entry
- Assist with Policy and Procedure creation, data compiling, projects as directed by Management to measure monthly OKR’s and KPI’s

**Basic/Required Qualifications**:

- Minimum High School Diploma/GED Equivalent
- Minimum of one (1) year experience with logistics, trucking/transportation, administration
- Experience working in a busy environment that requires quick thinking and problem solving skills
- Knowledge and experience with transportation regulations
- Proficiency with various computer programs including Asset, Share Point, Simply Accounting, and MS Office
- Valid Driver’s License and ability to commute
- Legally Authorized to Work in Canada with no Restrictions

**Preferred Qualifications**:

- Exudes and practices a high level of professionalism
- Excellent verbal & written communications skills
- Demonstrates a high attention to detail and strong analytical, problem solving and time management skills
- Ability to stay driven and work independently as well as within a team
- Knowledge of 2-Way Radios, 10 Codes and communication

**Working conditions/Physical Demands**:

- Typical work hours are 8-10 hours per day, schedule to be based on business needs. Night Shift available with a night shift premium.

Join our Team. Let's get growing together

**Why City Wide**: All our team members are provided with a well-rounded compensation package that includes competitive wages, uniforms, training allowances, bonuses, benefits and the opportunity for advancement within the industry. City Wide also provides the necessary training to do the job in a professional manner while maintaining safety guidelines. Come join our team

**Salary**: $20.00-$22.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 10 hour shift
- Night shift

Ability to commute/relocate:

- ROCKY VIEW COUNTY, AB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- dispatching: 1 year (preferred)

Licence/Certification:

- Driver's License (required)

Work Location: One location